Cupboard to be refunded

We ordered and paid for a cupboard on 19 December 2024. We were promised that it will be delivered by 27 December 2024. We had to phone numerous times after the 27th of December to enquire when we will receive the product, as it was not delivered as yet. We finally received the cupboard on 6 January 2025. The cupboard was different than the picture on the adverti*****t, it was of very poor quality, flimsy and damaged. We requested a return for credit on 8 January 2025 (as it was indicated that we have a 14 day returns policy). On the website I could choose when the cupboard needs to be collected and I chose 11 January 2025. No courier arrived. Since 13 January 2025 we have been phoning Makro online to try and find out when the cupboard will be collected at least once a week. We keep getting the same response from Makro - Makro also doesn't know why the cupboard hasn't been collected and they will escalate the query. They also promise to get back to us - which doesn't happen. It has been almost a month that we are waiting for the cupboard to be collected and a refund to be made to us. We need an urgent response now.